3 Ways to Improve Call Center Compliance

By Frank HealySeptember 28, 2015

The lead generation industry has shifted dramatically in recent years in light of changes attributed to technology and government regulations. Due to the growing number of regulations within the lead generation industry, compliance is a topic on everyone’s mind.

To ensure your company is up-to-date on standards, rules and regulations, it is best to delegate a team or individual who is responsible for compliance and who can pay close attention to the changes in regulations within your industry.

Here are three ways to help optimize your company approach to ensuring compliance within your call centers:

1. Create QA Guidelines
The mentoring of your call center agents is essential for compliance standards. Using both current industry guidelines and internal policies, create a standard quality assurance (QA) template with which to train agents and to audit calls. Make sure that your agents fully understand the standards they are held to – especially when it comes to vital verbiage, such recording disclosures and TCPA consent. Monitor calls frequently in order to implement preventative and corrective actions.

2. Ensure TCPA Consent
Changes to the Telephone Consumer Protection Act (TCPA) have opened the doors for organizations to ensure quality and compliance to their clients. Contact center representatives need to be fully aware of the importance of TCPA consent, and understand the implications of not reading specific TCPA verbiage.

Work with your data providers and clients to create a TCPA disclosure that protects both parties’ interests, and that clearly explains to the inquiry who they will be contacted by.

3. Foster Transparent Communication
Call center agents should be completely informative and honest to their inquiries in order to ensure the highest quality leads. Successful inquiries are those who trust your organization to meet their needs adequately and who have high intent to use your service.

Review your call center scripts to ensure they provide prospects with accurate information about the services they will receive, leaving no room for ambiguity. Train agents to understand that giving misleading information results in reduced lead quality, hurting both your company’s and your client’s bottom line. 

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